Call Handler

Role overview

EMED Group is hiring a Call Handler to support its Safe Care team in Leeds. This is a permanent, full-time role within a contact centre environment, focused on delivering a calm, efficient and patient-centred service.

The position follows a 4 on, 4 off rolling rota and includes a blend of day and night shifts. The weekly commitment is 42 hours.

What the role involves

• Providing a friendly, responsive service to patients, healthcare professionals and other customers through the contact centre.
• Managing the dispatch and planning process for the Safecare division, from initial request through to completion of transport activity.
• Assigning the right resources to meet patient needs, contractual commitments and operational performance goals.
• Supporting calls when needed and handling out-of-hours control duties across contracts managed by the contact centre on a 24/7 basis.
• Scheduling and coordinating secure mental health journeys while meeting the strict requirements of this specialist service.
• Liaising appropriately with partner organisations such as AMHPs and nursing homes.
• Choosing the most suitable use of vehicles and drivers to maintain effective service delivery.
• Keeping patient and colleague information confidential at all times.
• Coordinating ambulance resources in a way that is efficient, cost-conscious and aligned with contractual KPIs using Cleric.
• Escalating issues to a manager when resource shortages or sickness may affect service continuity.
• Working cooperatively within the team to maintain service levels across all managed contracts.

What EMED Group is looking for

• People with strong communication and interpersonal skills, ideally gained from working with customers or members of the public.
• Candidates who can use their own initiative and make sensible decisions when solving problems.
• Individuals with solid organisational ability and a structured approach to work.
• Applicants who are enthusiastic, care-focused and committed to excellent customer service.

Pay and benefits

• Hourly pay of £13.56.
• A 4 on, 4 off shift pattern covering 42 hours.
• Life assurance worth £5,000 for colleagues and their families.
• 24/7 GP consultations by phone or online, plus access to prescriptions.
• Second-opinion medical support after diagnosis or while on a treatment pathway.
• Cash plan cover for help with illness and recovery, including dental, optical and chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Legal support for domestic matters such as motoring offences, wills and probate, and personal injury.
• Financial guidance covering retirement planning, tax savings and state benefits.
• Long service recognition after 5 years and then every 5 years, with increased annual leave.
• Values-based recognition with financial rewards and an annual recognition event.
• Refer a friend incentive with financial rewards.
• Support from the EMED Foundation for colleagues and local communities.
• 28 days of paid holiday, including bank holidays.
• Pension scheme.
• Blue Light Card.
• Uniform provided.
• Employee Assistance Programme support for a range of health and wellbeing needs.
• Flu vaccination campaign provided internally during autumn and winter.

About EMED Group

EMED Group was formed through the merger of ERS Medical and E-Zec Medical. The combined business is now one of the largest patient transport and care partners to the NHS, employing around 4,000 colleagues across 60 depots.

The organisation provides transport and support services across patient care transport, community support, secure mental health and medical courier operations. It is committed to equality, diversity and inclusion, and aims to maintain an inclusive and safe workplace where colleagues feel respected, valued and able to contribute their best.

Values

• Collaborative: working together with shared purpose to meet the needs of patients, passengers, colleagues, customers, communities and the planet.
• Agile: listening, learning and adapting to improve the business, each other and ourselves.
• Reliable: doing what we say, taking responsibility and acting with integrity.
• Empowered: being confident and committed to taking responsibility in order to deliver high-quality service.

Additional information

This is a permanent full-time position based onsite in Leeds. The work includes both day and night shifts on a rotating 4 on, 4 off pattern.